Known Issue: Kickoff and Session Bookings Not Respecting Trainer Availability

Status: Investigating Affected: Client App (member booking flow), Trainer App (availability/blocked-time settings), Manager Suite (trainer calendar management) — reported by multiple Crunch Fitness franchise locations Last updated: 2026-08-26

Some members are able to book Kickoff sessions (and other sessions) with a trainer outside of that trainer's set availability, including during time the trainer has specifically blocked out. Here's what we know and what to do in the meantime.

Symptoms

• A member can book a Kickoff session with a trainer during a time slot the trainer has blocked out as unavailable ("Kickoffs are still being booked when availability is blocked out").
• A member can book a Kickoff outside a trainer's availability window entirely, not just during blocked-out time.
• At one location, members were able to book Kickoffs with trainers who were not supposed to be offered for Kickoffs at all — only a specific, smaller set of trainers was meant to be available for that booking type, but the app was not enforcing that restriction.
• This has been reported as a recurring/worsening pattern across more than one club location, not an isolated one-time booking.

Cause

Not yet confirmed. Reports indicate the booking flow (Client App) is not correctly checking a trainer's current availability/blocked-time settings (set in Trainer App or Manager Suite) before confirming a Kickoff or session booking. This has been escalated to the Enhance engineering team for investigation; no root cause has been confirmed in the tickets reviewed for this article.

Workaround

No confirmed product-side workaround has been documented in the support interactions reviewed. As an interim mitigation:

• Club staff should periodically review upcoming Kickoff and session bookings in Manager Suite and manually confirm each booking falls within the assigned trainer's actual availability.
• Cancel or reschedule any bookings found outside a trainer's blocked-out or unavailable time, and notify the affected trainer and member.

Fix Timeline

Under investigation with the Enhance engineering team as of August 2026. No confirmed fix date. This article will be updated when a resolution ships.

Updates

• 2026-08-14: Reported that Kickoffs are still being booked during blocked-out availability (Trainer App).
• 2026-08-13: Reported that Kickoffs are bookable outside trainer availability, and that non-designated trainers are appearing as bookable for Kickoffs (Client App).
• 2026-07-26: Escalated by a franchise RVP and Crunch corporate as a recurring issue — "more issues of people being able to book outside of trainers availability." Enhance team looped in to investigate.

Related Availability Issues Reported in This Period

The tickets reviewed for this article also surfaced several other trainer-availability problems. These appear to be separate issues from the booking-bypass problem above (no shared root cause has been confirmed), but are documented here since they fall under the same "Managing Trainer Availability" topic and may be useful for engineering triage.

• Trainer time off cannot be removed once marked. A trainer was marked for time off in Trainer App and could not remove/undo it. Escalated to the engineering team; no confirmed resolution in the ticket reviewed.
• Non-trainer staff (managers, Enhance employee accounts) appearing on the bookable calendar with open availability. A club reported that all manager and Enhance employee accounts had been added to the Manager Suite calendar with open availability to take Kickoffs and sessions — a behavior the club said was new and unwanted. When the club tried to clear those accounts' availability, they received a validation error: "I can't leave availability completely blank." No confirmed fix or supported way to fully remove non-trainer accounts from the bookable calendar was found in the ticket reviewed.
• Trainer working hours differ between Client App and Trainer App. A trainer reported that the working hours shown to members in Client App did not match what the trainer had set in Trainer App (on iPad).
• No available days shown for an assigned trainer. A member trying to book a session saw only one trainer offered, but that trainer's calendar showed no available days at all, blocking the booking.
• Uncertainty editing/deleting "Days Off" entries. A club asked how to delete a days-off entry; support's initial response suggested there may be a "3 dots" menu option to edit these entries, but this was unconfirmed pending internal follow-up and a ticket was opened with the Enhance support team.

Content gaps identified: Two related how-to questions came in with no documented answer in the tickets reviewed — "how do I turn a trainer's schedule off for a week while they're away" and "how do I view a trainer's calendar to confirm their availability was updated." Neither has a confirmed set of steps in the source data, so no how-to guidance is included here. See Publishing Notes.

Still Having Issues?

If you're seeing bookings made outside a trainer's availability, or trainer availability/time-off settings that won't update as expected, contact Enhance Support (ensupport@enhancetech.io) with the specific trainer, date/time, and booking details so it can be logged and included in the ongoing engineering investigation.

Related Articles

• (No existing published article found on trainer availability management — see Publishing Notes.)